Lack of response

I took out a contract around May 2015, via Cell C direct, in October I checked my balance and found out my minutes were cancelled. When I took out the contract I did ask the consultant about carrying over of free minutes and he says it does carry over. Called the customer services just over a month ago and almost everyday since and have been thrown from one department to the next, they received call recordings 3 weeks ago and still no response from cell c. I have 15 different reference no's, all have been escalated apparently to the correct department, but still no feedback. Do I need to stop paying my account to get some sort of feedback, but then I guess they will blacklist me